Mean time to resolution (MTTR)

What is MTTR?

MTTR stands for mean time to resolve. It refers to the average amount of time it takes for an organization to detect and then fully resolve a security incident or breach. MTTR is a key performance indicator and reliability metric that helps measure the effectiveness and efficiency of an organization’s incident response and resolution processes.

Why does MTTR matter?

MTTR is crucial in assessing how quickly an organization can identify and mitigate security threats. A lower MTTR indicates a faster response and recovery time, minimizing the impact of security incidents. A high MTTR indicates the opposite.

Its significance also includes:

Business continuity – The faster an organization can detect, respond to, and resolve security incidents or disruptions, the quicker it can restore normal operations.

Financial impact – Downtime from security incidents can have significant financial implications for an organization, including lost productivity, revenue, and potential regulatory penalties.

Data exposure and data – Quick containment and remediation measures reduce the impact on the confidentiality, integrity and availability of critical information.

Customer trust and reputation – An organization’s reputation is closely tied to its ability to handle a security incident. A low MTTR demonstrates to customers and stakeholders that the organization is proactive in addressing security threats. In contrast, a high MTTR puts customer satisfaction at risk.

Regulatory compliance – Many regulatory frameworks require organizations to have effective incident response capabilities.

Overall, the MTTR metric is an important metric that directly correlates with an organization’s cybersecurity posture’s resilience, efficiency and trustworthiness. It is a key performance indicator that reflects the organization’s ability to respond to and recover from a security incident, ultimately influencing its overall success and reputation.

Overall, MTTR directly correlates with an organization’s cybersecurity posture’s resilience, efficiency and trustworthiness. It is a key performance indicator that reflects the organization’s ability to respond to and recover from security incidents, ultimately influencing its overall success and reputation.

How do you calculate MTTR?

To calculate the mean time to resolve, divide the total time taken to resolve incidents by the total number of incidents. The result of this calculation represents the average time it takes to resolve an incident. The MTTR formula is:

Total downtime is the cumulative time when services or systems were disrupted and resolution activities took place. This downtime includes the time from the detection of the incident until the restoration of normal operations.

Number of incidents is the total number of incidents during the specified period.

MTTR is typically expressed in time units, such as hours or minutes, depending on the scale of the measured incidents.

It’s important to note that when calculating MTTR, organizations should consider only the actual resolution time and not the time taken for detection, investigation or other phases preceding the resolution. This ensures a clear and consistent measurement of the time it takes to restore services after a security incident or system disruption.

How can you reduce MTTR?

By now, it’s clear that the lower your MTTR, the better. The goal is to minimize the response time, the time it takes to identify a security incident, contain the threat, investigate the incident and fully remediate the impact on the organization’s systems and data.

Here are strategies and best practices to help organizations reduce MTTR:

Incident response planning
Develop and regularly update comprehensive incident response plans that outline step-by-step procedures for identifying, containing, eradicating, recovering and lessons learned from security incident metrics. Having a well-documented plan in place streamlines the response process.

Automation and orchestration
Implement automation and orchestration tools to streamline routine and repetitive tasks in the incident response process. Reduce manual effort and potential errors with automation to help accelerate the detection, investigation and remediation of security incidents.

Real-time monitoring and detection
To identify security incidents as soon as they occur, real-time monitoring allows for early detection, enabling quicker response times and reducing the incident’s overall impact.

Predefined playbooks
Develop predefined playbooks for common types of incidents. These playbooks should include specific steps to be taken based on the type of incident, allowing for a more structured and rapid response.

Data lake
Be prepared for incident investigations by maintaining forensic readiness. This involves storing evidence, logs, and other relevant data in a security data lake that can aid in post-incident analysis and help quickly identify the root cause of security incidents.

Threat intelligence integration
Integrate threat intelligence feeds into monitoring and detection systems. Organizations can proactively adjust their security measures and respond more effectively to emerging threats by staying informed about the latest threats and attack techniques.

Collaboration and communication
Foster collaboration between information technology, security teams and other relevant departments with communication channels and collaboration tools. Efficient communication ensures better incident management, with all team members informed promptly, facilitating quicker decision-making and incident resolution.

Preventive maintenance
To avoid a system failure, unplanned breakdowns and unplanned downtime, it’s essential for a maintenance team to conduct a comprehensive maintenance process that includes ensuring systems are updated.

What are the challenges when measuring MTTR?

Common challenges to measuring MTTR include:

Incomplete or inaccurate data on when an incident occurred or was fully resolved.

Unclear definitions of detection and resolution times skew the MTTR calculation, making it difficult to determine the efficiency of the incident response process.

Advanced or complex cyber threats can prevent standardizing the MTTR measurement.

Variability in incident type may require different approaches and time frames for resolution.

Inconsistent reporting and documentation practices can hinder accurate MTTR measurement.

External dependencies, such as third-party vendors and law enforcement, are beyond the organization’s direct control.

Staffing, skill sets and training can impact the efficiency of incident response efforts.

To overcome these challenges, organizations should invest in robust incident response practices, accurate record-keeping and ongoing evaluation of their processes. Regular reviews and updates to incident response plans can help improve the accuracy of MTTR measurements and enhance overall cybersecurity resilience.

Reducing MTTR with Sumo Logic

Sumo Logic is a cloud-based log management and analytics platform that collects, analyzes and visualizes log and event data from various sources, including applications, infrastructure and security systems.

Customers use Sumo Logic to help reduce MTTR with centralized log management, real-time log monitoring, incident investigation and analysis, automated responses with playbooks, threat intelligence and seamless integration with IT service management (ITSM) tools.

Watch this demo to see how Sumo Logic can help you quickly troubleshoot and find root causes with log analytics and alert response.